Manager, Process Management

Manager, Process Management
At Capital One, we're building a leading information-based technology company. We think big and do big things. We were the first company to develop and offer mass customization and personalization of credit card products, and we have been innovating relentlessly ever since. Today we are a high-tech company, a scientific laboratory, and a nationally recognized brand all in one. Our innovations impact tens of millions of consumers but we have the passion and heart of a small startup. We intend to disrupt the technology market with the software tools that we built to power our own successful digital transformation.
As a Manager, Process Management supporting Capital One products in Investigator Platforms, you will be critical to the well managed processes by leading Product Operations for our Next Gen investigation ecosystem. Responsibilities will include documenting, monitoring and controlling critical processes related to the development and management of products. You will also manage user support and issue resolution for these products, by triaging user issues and working with product and technology to resolve problems. Product Operations will also be the liaison for product, managing communication and special projects with business users and the Third Line.
This individual must be able to effectively communicate and influence partners across multiple functional areas including multiple levels of the organization. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate others in delivering flawless execution of product initiatives. Knowledge of how to navigate regulatory requirements, as well as the development delivery of new products and processes, will be critical to maintaining a well-managed Product Operations process.
General Responsibilities:

• Manage the development of processes: monitor, report, and plan process improvement or redesign initiatives; define, establish, and manage process controls; identify process improvement opportunities and implement them through collaboration with other groups management; make final recommendations for approval on changes.
• Maintain formal product development and management process documents, and document processes and projects
• Own and execute on Access Management processes (including owning process, executing Access Certifications bi-annually, managing user access requests)
• Act as the front door to user issues by managing support channels and triaging new topics, working with product and technology partners when actual issues have been identified
• Partner with business customers on user communications and go-to-market plans
• Own and execute User Acceptance Testing efforts for product feature delivery
• Effectively partner with Product, Technology and Intent Owners to achieve desired outcomes or improvements by clarifying needs and providing appropriate solutions
• Collect data and information to provide transparency to senior leadership on the Voice of the Customer through qualitative and quantitative user research
• Act as the front door for all audit and exam requests, partnering with product and technology to provide answers back to Third Line
• Manage policies and standards

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 4 years of experience in Process Management or Risk Management
• At least 2 years of experience in Continual Improvement Methodology

Preferred Qualifications:

• Lean Six Sigma certification or Business Process Management certification
• 5+ years of experience in Process Management
• 3+ years of experience in Project Management
• 2+ years of experience working with Product and Technology teams
• Bachelor's Degree

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
McLean, VA: $126,700 - $144,600 for Manager, Process Management
Richmond, VA: $115,200 - $131,500 for Manager, Process Management
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to [email protected]
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).